AccountId: 011433970860
ContactId: 74a4e844-ed68-4b8b-b447-a98984ae5aad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109290 ms
Total Talk Time (AGENT): 29549 ms
Total Talk Time (CUSTOMER): 47711 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=3.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/74a4e844-ed68-4b8b-b447-a98984ae5aad_20250411T20:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was just calling to uh verify benefits for one of our patients.
[AGENT][POSITIVE] Hey [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it would be [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do actually give me one second.
[CUSTOMER][NEUTRAL] Uh, OK, so the policy number would be 0251.
[CUSTOMER][NEUTRAL] 8858.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment. It's a basic outline of the policy. This is gonna be for outpatient services.
[CUSTOMER][POSITIVE] Uh, that's correct.
[AGENT][NEUTRAL] Um, so it looks like for outpatient services, he's got a $300 per calendar day maximum.
[CUSTOMER][POSITIVE] OK, per day. OK, perfect. Thank you so much. So that just basically brings day, right? Just making sure.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect. OK, that was everything I needed for today. Um, may I please have your name one more time and a reference number for our call?
[AGENT][NEUTRAL] Uh, reference is just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Oh perfect thank you so much [PII] have a wonderful weekend.
[AGENT][POSITIVE] Thank you for calling APL. You too.
[CUSTOMER][POSITIVE] Bye bye take care.